Support and Services

We are laser focused on delivering outstanding service at every step so you can get the most value out of Ridgeline.

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Customer Service

We Measure Our Success by Yours

Each member of Ridgeline’s customer service team is guided by a simple mantra: “Do the right thing for the customer.” We are empowered to advocate for you to ensure your firm’s success with the Ridgeline product at every step.

Ticketing System

Ridgeline combines a real-time, rep-staffed ticketing system with Zendesk, a tool that tracks all customer requests, assigns issues, and manages correspondence.

 • Auto-routing of customer issues based on the topic
 • Auto-escalation based on the selected severity level for quick action on high-priority concerns
 • Routing directly to our knowledgeable Customer Support Analysts
 • Confirmation email with a tracking number for future reference
 • A satisfaction survey for each request to provide feedback

Account Manager

Your dedicated Account Manager is focused on your long-term relationship with Ridgeline. They will build connections with your team, understand the ins and outs of your business, provide guidance – and always be looking out for your success.

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Knowledge Portal

Get the most out of Ridgeline with our robust, self-guided content. Our informational and educational resources include:

 • Comprehensive user guides
 • Video aids
 • Release notes
 • Guided hands-on experience for common tasks
 • Step-by-step instructions for every feature

Product Support

Questions about the product? We’ve got you covered for:

 • Product troubleshooting
 • Integration troubleshooting
 • Trade execution support
 • System availability
 • Enhancement requests

Account Service

You can also rely on us to assist with topics outside of the product, like:

 • Account management
 • Business documents
 • Invoices and payments
 • Customer services items
 • General Inquiries

Tenant Management

During implementation, tenant management ensures an efficient and smooth transition for:

 • Tenant creation
 • Access requests
 • Tenant copies
 • Tenant deletion
 • Platform troubleshooting

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We look forward to giving you a customized demo of the Ridgeline platform.
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